Buzzient oracle crmod_integration

© 2012 Buzzient, Inc. Oracle is a registered trademark of Oracle Corporation and/or its affiliates. 1

Buzzient – Oracle CRM On Demand Integration Guide

UPDATED: September 20, 2012

Table of Contents

1 Overview ............................................................................................................................ 2

1.1 Intended Audience ....................................................................................................... 2

1.2 System Overview ......................................................................................................... 2

1.3 Basic Flow ................................................................................................................... 3

2 IE Browser Settings ............................................................................................................ 4

3 Configuration and Integration Process ................................................................................ 5

3.1 Prerequisites and Required Information ....................................................................... 5

3.2 Submit System Creation Info to Buzzient ..................................................................... 6

3.3 Create Custom Fields .................................................................................................. 6

3.4 Create Custom Web Applets and Web Tabs ................................................................ 6

3.5 Download and Send WSDLs ........................................................................................ 6

3.6 Test Configuration and Connectivity ............................................................................ 6

4 Oracle CRM On Demand Configuration ............................................................................. 7

4.1 Custom Fields .............................................................................................................. 7

4.2 Custom Contact Fields ................................................................................................. 7

4.3 Custom Service Request and Lead Fields ................................................................... 8

4.4 Add to the Source Picklist for Service Requests and Leads ......................................... 9

4.5 Custom Web Tab or Web Applet – Posts ..................................................................... 9

4.5.1 Option 1: Custom Web Tab .................................................................................. 9

4.5.2 Option 2: Web Applet ..........................................................................................10

4.6 Web Applet – View-Respond to Post ..........................................................................11

4.7 Download WSDLs and Send to Buzzient ....................................................................13

4.8 Configuration Test.......................................................................................................14

4.9 Buzzient Custom Web Tabs ........................................................................................16

5 Troubleshooting ................................................................................................................19

Product Questions/Issues: [email protected] Sales Questions: [email protected] More Info: www.buzzient.com


1 Overview

1.1 Intended Audience This document explains the steps to configure Buzzient – Oracle CRM On Demand integration. The intended audience is:

• Oracle CRM On Demand administrators with permission to add new fields, configure web applets and add custom tabs to the instance.

1.2 System Overview

Buzzient Enterprise provides deep integration with Oracle CRM On Demand using both URL and Web Services integration. Integration capabilities exist on multiple levels:

• Web Service push: Buzzient Enterprise can create leads, service requests, activities, solutions and contacts in Oracle CRM On Demand.

• This is done from Buzzient running embedded within the Oracle CRM On Demand application.


• Web applet integration: Oracle CRM On Demand can pull social media data on a GUI level from Buzzient Enterprise through iFrames.

• Custom Web Tabs: The comprehensive Buzzient analytics application can be embedded into Custom Web Tabs.

1.3 Basic Flow

1. CRM On Demand users create Service Requests or Leads in an ad hoc manner (clicking a link on a post) and/or using the Buzzient alert engine to automatically create them based upon desired criteria.

2. When an SR or Lead is created, the integration checks to see if that social media name (Twitter name, blog name, etc.) exists in CRMOD on a Contact.

a. If yes, the SR or Lead is associated with the existing Contact.

b. If no, a new Contact is created using the social media name and the SR or Lead is associated with that new contact.

3. From within the SR or Lead, the agent can respond to the author via Twitter, etc.

4. At a point in the engagement the author and agent can mutually agree to move the conversation to a different channel such as phone, chat, etc. to bring closure to the issue or further qualify the lead.


2 IE Browser Settings

If using an IE browser, ensure the security settings have Buzzient and CRM On Demand as trusted sites and a few custom security levels.

1. Go to the Internet Options > Security tab. Select

Trusted sites and click the Sites button to add to the list:

a. Buzzient (http://customer.buzzient.com) b. CRM On Demand (address will vary

according to your CRMOD pod, but will look like: https://secure-ausomxapa.crmondemand.com)

c. Also make sure that the “Require server verification…” box is unchecked.

2. Enable three custom settings for Trusted sites. Click the Custom level button to set them.

a. Enable “Access data sources across domains” in the Miscellaneous section. b. Enable “Display mixed content” in the Miscellaneous section. c. Enable “Navigate windows and frames across different domains” in the

Miscellaneous section. Click OK to save all three settings.


3 Configuration and Integration Process

3.1 Prerequisites and Required Information

1. Web services must be enabled for the CRM On Demand instance.

2. Users of CRM On Demand-Buzzient integration must have web services permission to create Service Requests, Leads, Solutions, Activities, Contacts.

3. An Account object needs to be identified or created for assignment of new items.

a. Create a new account such as “Social Media” for this purpose. (Or whatever makes sense for your needs).

b. Note the ID of this new account. This can be found in the URL of the account when it is opened in the Oracle CRMOD GUI. Look for the AccountDetailForm.Id= value.

For example:

https://secure-ausomxapa.crmondemand.com/OnDemand/user/AccountDetail?OMTGT= AccountDetailForm&OMTHD=AccountDetailNav&AccountDetailForm.Id=AAPA-35ELAI&OMRET0 =AccountList%3f AccountList.LAYOUT%3dAccountList%26AccountList.LAYOUTID %3d%26 OMTGT%3dAccountList%26OMTHD%3dPdqListMethod%26AccountList.EDITFLAG%3dN&OCTYPE=Prospect&ocTitleField=Name&ocTitle=Social+Media&ocEdit=Y

c. If using an existing account instead, note the name and ID for the step below.


3.2 Submit Configuration/Integration Info to Buzzient If Buzzient does not already have the information below, send an email to [email protected] with the following:

1. Keyword Groups for monitoring (brand names, company names, competitors, etc.)

2. CRM On Demand login url

For example: https://secure-ausomxdsa.crmondemand.com/OnDemand/logon.jsp

3. The CRM On Demand full login and password for each user of the integration so an associated Buzzient user can be created and linked.

For example: ABCCOMPANY/[email protected] / <password>

4. The account name and ID noted in the step above.

For example: Social Media / AAPA-35LAI.

3.3 Create Custom Fields Add custom fields need to the following document types:

• Contacts, Service Requests and Leads

See Sections 4.1 through 4.4

3.4 Create Custom Web Applets and Web Tabs Add web applets and web tabs for display and engagement.

See Sections 4.5 through 4.6 and 4.9

3.5 Download and Send WSDLs After your custom fields have been created, email your WSDLs to Buzzient.

See Section 4.7

3.6 Test Configuration and Connectivity After receiving confirmation from Buzzient that your WSDLs have been loaded, run the configuration/connectivity tests on the Buzzient CRM Test screen.

See Section 4.8


4 Oracle CRM On Demand Configuration

4.1 Custom Fields

Several custom fields need to be added by the Oracle CRM On Demand administrator (under "Application Customization”) to the following document types:

• Contacts

• Service Requests

• Leads

4.2 Custom Contact Fields

Add all the following fields to the Contact type to store Social Media usernames.

Display Name Field Type

Twitter Text (Long)

Facebook Text (Long)

YouTube Text (Long)

Forum Username Text (Long)

Blog Username Text (Long)

NOTE: Database column names created in this step are used by web services, not the display names. Misspellings, missing spaces and capitalization mistakes will cause errors. If you make a mistake, you must create a new field with the correct spelling/capitalization.

Add the new fields to the layout definition for the Contact type.


4.3 Custom Service Request and Lead Fields

The following fields must be added to both Service Request and Lead:

Display Name Field Type

Buzzient Post ID Number

Buzzient Source ID Number

Buzzient User ID Number

Buzzient Vertical ID Number

Buzzient User Name Text (Long)

Social Media Name Text (Long)

Social Media Type Text (Long)

NOTE: Database column names created in this step are used by web services, not the display names. Misspellings, missing spaces and capitalization mistakes will cause errors. If you make a mistake, you must create a new field with the correct spelling/capitalization.

Add the new Social Media Name and Social Media Type fields to a specific layout definition on both the Service Request and Lead detail type. Place them wherever appropriate for your needs. For example as displayed on a Service Request record:


4.4 Add to the Source Picklist for Service Requests and Leads

Buzzient will create Service Requests and Leads with the source, “Social Media.” Therefore the value must be added to the Source picklist for both SRs and Leads.

Edit the picklists and add “Social Media” for both Id and Picklist Value.

4.5 Custom Web Tab or Web Applet – Posts The list of posts can be placed on a custom tab and/or as web applets on homepages.

4.5.1 Option 1: Custom Web Tab

Name Use something logical such as, “SM Posts” or “Social Media”

URL

URL (NOTE: If you copy/paste, make sure there are no line breaks): http://customer.buzzient.com/buzzient/getolposts?apik

ey=%%%User id%%%&crmtype=3

Frame Height 635 (suggested)

Frame Width 840 (suggested)


4.5.2 Option 2: Web Applet

For homepages, a section can be added that shows recent social media posts. Create a Service Request Web Applet or Lead Web Applet as required.

Name Use something logical such as, “Latest Social Media Posts”

Location Homepage

Columns Double

Type

URL (NOTE: If you copy/paste, make sure there are no line breaks):

http://customer.buzzient.com/buzzient/getolposts?apikey=%

%%User id%%%&crmtype=3

Height 600 pixels (or adjust to desired height)


The web applet should be added to the layout definition for each desired homepage. For example as displayed on a Service Request homepage:

s

4.6 Web Applet – View-Respond to Post To add engagement capability on the detail page of the CRM object (typically the case for Service Requests and Leads), add a Web Applet to the Detail Page: Create a Service Request Web Applet or Lead Web Applet as required.

Name Use something logical such as, “View-Respond to Social Media Post”

Location Detail Page

Type HTML

Web Applet HTML for SRs

(NOTE: If you copy/paste, make sure there are no line breaks): <iframe name="buzzient" id="buzzient"

src="http://customer.buzzient.com/buzzient/crmpostwrapp

er?verticalid=%%%nBuzzient_Vertical_ID%%%&sourceid=%%%n

Buzzient_Source_ID%%%&postid=%%%nBuzzient_Post_ID%%%&ap

ikey=%%%User id%%%&serviceid=Serv%%%Id%%%&crmtype=3"

width=100% height=600px frameborder=0> </iframe>


Web Applet HTML for Leads

(NOTE: If you copy/paste, make sure there are no line breaks): <iframe name="buzzient" id="buzzient"

src="http://customer.buzzient.com/buzzient/crmpostwrapp

er?verticalid=%%%nBuzzient_Vertical_ID%%%&sourceid=%%%n

Buzzient_Source_ID%%%&postid=%%%nBuzzient_Post_ID%%%&ap

ikey=%%%User id%%%&serviced=Lead%%%Id%%%&crmtype=3"

width=100% height=600px frameborder=0> </iframe>

Height 600 pixels (suggested)

The web applet should be added to the layout definition for each desired detail page. For example as displayed on a Service Request detail page:


4.7 Download WSDLs and Send to Buzzient After your custom fields have been created go to Admin > Web Services Administration and download Custom WSDLs for the following objects:

Custom WSDL Download and Save As

Activity Activity.wsdl.xml

Contact Contact.wsdl.xml

Lead Lead.wsdl.xml

Service Request

ServiceRequest.wsdl.xml (Note: Make sure there is no space between the words Service and Request when you save the file)

Solution Solution.wsdl.xml

Buzzient needs to store these on our side for web services integration (creating Service Requests, Leads, etc.) NOTE: If you add any new custom fields with a “required” flag to the Contact, Lead, Service Request, Activity or Solution objects you will need to upload all the WSDLs again so we have the matching set. (You do not need to re-upload if you added non-required fields.)

Email your WSDLs to [email protected]. Be sure to include your username in the email so we can associate these correctly.


4.8 Configuration Test A section of the Buzzient Admin screen is available to test the basic configurations for web services, contact, lead and service objects.

1. Add a custom web tab for the Buzzient Admin screen. (Section 4.9 details other tabs you can add.)

Use this default sizing for all Buzzient Tabs: Frame Height = 635 Frame Width = 840

Buzzient Screen Suggested Name (SM = Social Media)

URL (NOTE: If you copy/paste the URLs below, make sure there are no line breaks):

SM Admin http://customer.buzzient.com/buzzient/useradmin?apikey=%%%User id%%%&crmtype=3


Once you have added the Admin screen, go to the Test CRM tab. This is the Integration Test Dashboard.

1. Click each of the Test buttons to check. There are tests for query and insert. If you

get success messages, you are configured correctly for each item.

2. If you get a message that you are not configured correctly:

o Web Services: Make sure web services are enabled for your instance and this CRMOD user.

o Contact: Make sure all the custom fields are added and were spelled correctly (including capitalization) when you created them. Just changing the display name if you made an error will not change the WSDL definition.

o Lead/Service Request: Make sure all the custom fields are added/spelled correctly and that you added “Social Media” to the Source picklist.

3. If you confirm that Contact, Lead and/or Service Request fields are configured correctly but are receiving a “not configured correctly” message, this could indicate a wsdl mismatch.

o Send an email to [email protected] including your username, the object that is failing and the message.


4.9 Buzzient Custom Web Tabs All or part of the Buzzient application can be run as a set of Custom Web Tabs. If this is desired, use the following as a guideline to add a few or many Buzzient screens. For default sizing on all Custom Web Tabs with Buzzient screens (adjust as needed):

Frame Height = 635 Frame Width = 840 Typically you will limit the number of tabs according to user needs. The most useful are:

• SM Posts (as detailed earlier)

• SM Admin (the Buzzient Admin screen as detailed above)

• SM My Filters (user-defined filters and alerts)

If you wish to have separate tabs for each analytic area, you can easily add them. Typical tabs:



Posts

SM Posts http://customer.buzzient.com/buzzient/getolposts?apikey=%%%User id%%%&crmtype=3

Admin

SM Admin http://customer.buzzient.com/buzzient/useradmin?apikey=%%%User id%%%&crmtype=3

My Filters

SM My Filters http://customer.buzzient.com/buzzient/configurealerts?showalerts&apikey=%%%User id%%%&crmtype=3

Add a Filter

SM Filters (Optional since My Filters already includes a link to Add a Filter) http://customer.buzzient.com/buzzient/configurealerts?apikey=%%%User id%%%&crmtype=3


Individual Tabs:



Dashboard

SM Dashboard http://customer.buzzient.com/buzzient/dashboard?apikey=%%%User id%%%&crmtype=3

Brand Sentiment

SM Sentiment Daily Sentiment for the past 30 days: http://customer.buzzient.com/buzzient/opinionchart?defaultallbrands&volumetype=daily&apikey=%%%User id%%%&crmtype=3 Monthly Sentiment for the user’s Date Range: http://customer.buzzient.com/buzzient/opinionchart?defaultallbrands&apikey=%%%User id%%%&crmtype=3

Brand Sentiment Trend Lines

SM Sentiment Trends

Daily Sentiment Trends for the past 30 days: http://customer.buzzient.com/buzzient/opinionchart?defaultallbrands&trend=daily&smooth=true&apikey=%%%User id%%%&crmtype=3 Monthly Sentiment Trends for the user’s Date Range: http://customer.buzzient.com/buzzient/opinionchart?defaultallbrands&trend=monthly&smooth=true&apikey=%%%User id%%%&crmtype=3

Brand Volume Trend Lines

SM Volume Daily Volume Trends for the past 30 days: http://customer.buzzient.com/buzzient/shareofvoicechart?defaultallbrands&trendline&volume&trendtype=daily&apikey=%%%User id%%%&crmtype=3 Monthly Volume Trends for the user’s Date Range: http://customer.buzzient.com/buzzient/shareofvoicechart?defaultallbrands&trendline&volume&trendtype=monthly&apikey=%%%User id%%%&crmtype=3

Positive/ Negative Post Volume

SM Volume PosNeg Posts

Daily Positive/Negative Post Volume for the past 30 days: http://customer.buzzient.com/buzzient/opinionchart?defaultbrand&trend=posneg&volumetype=daily&apikey=%%%User id%%%&crmtype=3 Monthly Pos/Neg Post Volume for the user’s Date Range: http://customer.buzzient.com/buzzient/opinionchart?defaultbrand&trend=posneg&volumetype=monthly&apikey=%%%User id%%%&crmtype=3


Share of Voice Percentages

SM Share of Voice

http://customer.buzzient.com/buzzient/shareofvoicechart?defaultallbrands&apikey=%%%User id%%%&crmtype=3

Share of Voice Trends

SM Share Trends

Daily Share of Voice Trends for the past 30 days: http://customer.buzzient.com/buzzient/shareofvoicechart?defaultallbrands&trendline&trendtype=daily&apikey=%%%User id%%%&crmtype=3 Monthly Share of Voice Trends for the user’s Date Range: http://customer.buzzient.com/buzzient/shareofvoicechart?defaultallbrands&trendline&trendtype=monthly&apikey=%%%User id%%%&crmtype=3

Generate Report

SM Reports http://customer.buzzient.com/buzzient/report?apikey=%%%User id%%%&crmtype=3

Report Scheduler

SM Report Sched

http://customer.buzzient.com/buzzient/report?scheduler&apikey=%%%User id%%%&crmtype=3

My Reports

SM My Reports http://customer.buzzient.com/buzzient/report?summary&apikey=%%%User id%%%&crmtype=3

Online Help

SM Help http://customer.buzzient.com/buzzient/showhelp?page=default&apikey=%%%User id%%%&crmtype=3

Publisher

SM Publisher (Publisher is the module for proactive outbound campaigns/posts to social networks) http://customer.buzzient.com/buzzient/publisher? apikey=%%%User id%%% & crmtype=3 (Recommended width=1000 pixels)


5 Troubleshooting

There are a few things to check if you have completed the integration steps and ran through the configuration tests but are experiencing issues.

• Contact Objects aren't getting created

1. Verify that Contact write privileges and query privileges are allowed

2. Verify that Contact doesn't already exist with a matching Social Media Name, if it does the Lead or SR will be matched to the existing Contact.

• Leads or Service Requests aren't getting created

1. Verify that Lead/SR write privileges are allowed

2. Often this is due to a misspelling or incorrect capitalization in the custom field names that are added for Buzzient. Ensure that all of the words are spelled correctly and that they appear exactly as seen in the Custom Fields sections.

Common misspellings often include:

"Socail Media Name" misspelled instead of "Social Media Name"

"Buzzient Post Id" uncapitalized instead of "Buzzient Post ID"

3. Verify “Social Media” was added to source picklists for both SRs and Leads.

• Completed Activities aren't created for outbound responses from the CRMOD user.

1. Verify that Activity write privileges are allowed.

• Twitter replies from the customer are captured by Buzzient BUT the associated Open Activities aren't getting created

1. Verify that Activity write privileges are allowed.

2. Verify that the iFrame URL for SRs or Leads exactly matches the one in the Web Applet section. The URLs are slightly different for SRs and Leads.

Leads MUST contain: serviceid=Lead%%%Id%%%

SRs MUST contain: serviceid=Serv%%%Id%%%

• Twitter replies aren't being captured by Buzzient

1. Verify that the Tweet reply was actually sent as a reply to the original tweet.

2. If so, please contact Buzzient.

• Custom Web Tabs aren’t displaying correctly

1. Ensure that the URLs for the Web Tabs are exactly as they appear in the Custom Web Tab section.

Product Questions/Issues: [email protected] Sales Questions: [email protected] More Info: www.buzzient.com

Buzzient oracle crmod_integration

Technology

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